Product Support Information Solutions - Head Office based in Burgess Hill (West Sussex)

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The Position

Are you a biomedical scientist (BMS) looking for a change in career direction? Do you have a strong interest in supporting pathology IT solutions? Does a rewarding career with a progressive, high-tech business excite you? Due to business expansion, we are currently recruiting for a Product Support Workflows and IT within the IT Services team, based at Burgess Hill. This is an exciting opportunity to join a dynamic team that are delivering IT Laboratory and point of care solutions as part of the Technical Services department.

The IT Services team are responsible for customer IT solutions covering all business areas from Centralised Solutions including Roche Middleware products (Cobas Infinity and/or Cobas IT Middleware), through to Point of Care IT solutions including cobas IT 1000 and POC IT cloud-based solutions. Paramount to delivery of these systems will be patient data integrity and all necessary information security management aspects. The IT Services Hybrid based team is specifically responsible for first line customer support hotline, escalation of issues to global and training on Roche IT Solutions in Burgess Hill and on the customer site.

At a practical level, you’ll be responsible for co-ordinating software/hardware upgrades and be involved in site system design and implementations with colleagues in the field as the need arises. Working with colleagues in the Sales & Marketing teams, you’ll also assist on tender submissions and product demonstrations and liaise confidently with third party companies to support the optimal Managed Laboratory Services provision.

Your profile:

• Educated to degree or equivalent (preferred in biomedical science); ideally you will have started your career as a biomedical scientist in a modern pathology laboratory in the UK or Ireland.
• You will possess a strong understanding of pathology practices and have a track record in automated lab pathology systems and associated data management systems.
• With proven troubleshooting skills and a passion for customer service, you’ll combine a flexible, empathetic style with the determination to see issues through to a successful constructive resolution.
• An effective communicator, you’ll deal comfortably with people both face-to-face and by telephone and be able to build and maintain strong working relationships with customers.
• It’s important that you can put over complex ideas clearly and concisely and be able to operate well in a team environment.

Specifically you will be able to demonstrate the following technical skills:

• Familiarity with products and instrumentation; in particular experience of Clinical Chemistry, Immuno-assay analysers and Pre-Analytics (preferably Roche Modular, Cobas pro, Cobas Pure, Cobas 8000, Cobas 6000).
• Applied knowledge & troubleshooting expertise of analytical/Pre-analytical platforms.
• Basic knowledge of IT Network components and network protocols.
• Experience of implementing good laboratory practice.

In addition, the following would be desirable but not essential:

• Configuration & installation/optimisation of workflows within a pathology lab.
• Applied knowledge & troubleshooting expertise in the commonly used interfacing protocols (ASTM, HL7) with a special emphasis on ADT* and Lab Information Systems interfacing (*admission, discharge and transfer).
• Sound practice of LAN Network troubleshooting (TCP/IP & FTP) using standard diagnostics tools.
• Good understanding of security and data protection (including WIFI and firewall rules).
• Experience of training laboratory personnel.

Please be advised that you require approval from your Line Manager before making a formal application. Good luck with your application.

Who we are

A healthier future drives us to innovate. Together, more than 100,000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Roche Products Ltd.

At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. We recognise the importance of flexible working and will review all applicants’ requests with care. At Roche difference is valued and we are proud to be an equal opportunity employer where you are encouraged to bring your whole self to work.

About Us

We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world.